Data for Good

TELUS is committed to assisting in reducing the spread and impact of the COVID-19 virus. We recognize that we hold a great deal of critically useful data in this regard, specifically network mobility data. We want to share this data for the benefit of Canadians without compromising our long standing commitment to respect the privacy of our customers.

Transitioning to an innovative new repair and installation delivery model where the technician will conduct work at the exterior of the home and the final installation within the home will be guided remotely. Learn how remote install works.

Strongly advising our team members who have the ability to work from home to exercise that option, and providing them with the tools they need to remain connected and productive

We are still fully operational providing installations and repairs across our products and services to ensure we keep our customers connected. However, we have adapted our processes to keep you connected by completing our installation and repair work outside of your home — with the exception of emergency services. We have developed new innovative delivery solutions that use the latest technology, like mobile apps, external wiring and remote technician-assisted support, to ensure that everything is working and that we can provide an exceptional installation customer experience.

Here’s what to expect with a repair or install:

We will call you prior to your appointment to provide information on what you can expect

The technician will configure or repair any equipment or devices in advance

The technician will leave the sanitized equipment or devices at your doorstep and return to their vehicle

The technician will call you right away and verbally walk you through the installation process over the phone. This may involve the use of tools, such as video conferencing apps (i.e. Facetime), to provide visual cues on progress and answer your questions

The technician, where necessary, will work directly with our dedicated support call centre teams if there is any additional assistance required with the installation.

In response to the evolving COVID-19 crisis, we want to assure you that you will still be able to get in touch with family and friends. We are postponing all disconnection dates until further notice. In the meantime, to stay on top of your bill please visit My TELUS.

Our people, our networks, and our technologies are at the ready to connect and secure the health of Canadians from coast to coast. As part of our unwavering commitment to ensure Canadians can rely on our secure networks to stay connected, we have undertaken preparations to support the increased capacity we expect as more Canadians work from home.

We continue to actively monitor the situation and will take steps to best meet the connectivity requirements of Canadians, including essential capacity required by public authorities.

To accommodate the increased volume and traffic of data on our wireline and wireless networks, our team has ensured that our networks are reliable and resilient to continue supporting Canadians during this critical time: whether it be working from home, enabling virtual learning for Canadian youth, supporting virtual health solutions or powering entertainment streaming services.

Our highest priority is keeping our team members safe, informed and connected. For all TELUS team members, we are:

Providing top up payments for all retail team members and call center agents affected to ensure that they continue to receive their average monthly wages and any performance pay during this challenging time

Strongly advising our team members who have the ability to work from home to exercise that option, and providing them with the tools they need to remain connected and productive

Closely following the lead of global, national and provincial health authorities and working hand-in-hand with our Medical Advisory Board of experts in occupational health and safety, public health, TELUS Health and infectious diseases to make informed and timely decisions to help keep us all safe

We have put at the disposal of our federal, provincial and local governments our TELUS Health team and our considerable expertise across virtual care and home health monitoring, as well as our 10 mobile health clinics, servicing homeless and vulnerable populations in Vancouver, Victoria, Surrey, Calgary, Edmonton, Ottawa, Mississauga-Peel, Kitchener-Waterloo, Montreal and Halifax.

We have the tools and capacity to assist with detection, screening, triage, treatment and monitoring to better protect both our citizens and our healthcare providers and welcome the opportunity to partner with our government to assist during this crisis.

TELUS is committed to keeping Canadians safe and connected, and telecommunications is deemed an essential service. More than ever, Canadians and businesses are counting on us to keep them connected. With this in mind, visit this page to view the status of your TELUS internet, home phone, Optik TV services and mobility.

Our networks are enabling people to work remotely, students to do their school work from home, loved ones to virtually connect and businesses to continue operating.

There have been reports of various scam calls relating to coronavirus, where calls are spoofed to appear to be coming from Service Canada. In many cases, call recipients are being told that they have been reported to be in contact with a person confirmed to have COVID-19. The recipient is then asked for their address and social insurance number. Canadians who receive these calls can help stop them by reporting them to the RCMP Anti-Fraud Centre by calling 1-888-495-8501 or by visiting the Canadian Anti-Fraud Centre’s website.

If you receive an unexpected and suspicious call, take a moment to ask yourself if the caller is requesting personal or sensitive information, putting pressure on you, or if something else seems off. If you have received a suspected phishing call to your TELUS mobile device or landline:

Do not reply to the caller and end the call right away. Give yourself a moment to think about whether this seems suspicious in any way.
If the caller tries to convince you that they are calling from TELUS, report the call to the TELUS Fraud team at fraud@telus.com so the incident can be logged and investigated.

TELUS takes the reduction of nuisance calls very seriously. You can learn more about scams, such as phishing, by visiting this TELUS Security page.

Stay healthy and informed

Babylon by TELUS Health

Our innovative virtual healthcare app lets you access healthcare services from your smartphone. Using it helps relieve the stress on our overburdened healthcare system while reducing your risk of catching or spreading coronavirus.

You can video chat directly with a doctor and use the chat-style Symptom Checker to receive a suggested course of action.

Akira by TELUS Health

Akira is a bilingual virtual care app that many Canadian employers use to help give their employees access to 24/7 care, alleviating the strain on clinics and hospitals, while reducing the risk for further exposure. The app enables users to connect virtually with a health practitioner for non-emergency medical issues, including assessment of possible COVID-19 symptoms.